IT Request Management Specialists @ Thane, Mumbai

Profile:- IT Request Management Specialists
Reports To:- IT Request Manager
Department:- IT/IS
Salary:- 21K In-Hand

Purpose of Position:

The IT Request Management Specialist is responsible for providing first level assistance to clients and Teleperformance end-users on a wide range of computer and communications issues, ensuring that all service requests and incidents reported to are responded and resolved in an efficient and customer focused manner, adhering to Information Technology Infrastructures Library (ITIL) best practices.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS:

• Performs password reset/unlock via call and or Ticket for all Teleperformance employees.
• Responsible for first level of customer service support. Screens, refers and diagnoses, all inquiries, work requests, reported issues related to IT-supported systems and equipment, essential Teleperformance software, anti-virus and managed desktop tools.
• Ensures all customers are assisted in a timely and professional manner, and within the IT policies and procedures of the IT Department.
• Dispatches request tickets to other IT organizations and follows defined IT escalation procedure for unresolved incident tickets.
• Host conference bridges for Internal and external Change Requests that will need representation from IT.
• Performs other related duties and assignments as required and as assigned by supervisor or manager.

QUALIFICATIONS:

• College degree or technical training is a preferred.
• Proficient with Microsoft Office tools.
• Should have both an interest in the IT industry and technical aptitude.
• Must have exceptional verbal and customer service skills.
• Must have excellent writing skills.
• Must have the ability to multitask and priorities.
• Must be able to perform duties with minimal supervision.
• Experience with Teleperformance is preferred.

Requirements:

• Must be okay with Night Shifts & Rotational/Split Offs.
• Transport Boundaries for HA - Sion to Kalyan (Airoli, Rabale, Ghansoli, Koparkhairane, Turbhe)
• Because of the situation currently it is Work from Home later once everything is back to normal the candidate must travel to the Thane Office.
• Experience for RM- Freshers/Experienced

Location:- Thane, Mumbai (Initially work from Home {95% Night Shifts})
Working Days:- 6 days any shifts, 24*7 Process
Require Head Count:- 25